Chief Customer Officer

About the Company: Established in 1982, Southern Cross Travel Insurance (SCTI) is part of the Southern Cross group (founded in 1961); and is one of New Zealand’s most enduring and trusted brands. They are 100% New Zealand owned and have worked hard to forge a reputation as NZ’s leading travel insurer. SCTI offers a range of travel insurance products in both NZ and in Australia. Whilst an established leadership brand in NZ, they are a rapidly growing challenger brand in the Australian market. SCTI offers more competitive prices for award-winning insurance. They are extremely proud to be recognised both locally and internationally for their commitment to delivering quality products, value for money and dedication to customer service which has earned them several competitive industry awards, thousands of great customer reviews, and helped countless people travel with confidence.  About the Role: The Chief Customer Officer is a critical role reporting to the CEO, and will be a key member of the Executive Leadership Team, overseeing multiple functions.
The CCO will lead the digital and agent distribution strategy within a customer centric sales team and be a major contributor to the development and execution of the annual business plan, and longer term SCTI vision.   Some key responsibilities include:

• Growing SCTI share of the NZ Travel Insurance market and share of the AU market
• Leading the development and implementation of a cross channel sales strategy to achieve budgeted sales in line with annual business plan
• Ownership of, and responsibility for optimising, all sales channels with respect to both sales forecasting, delivery, reporting and compliance
• Overseeing the relationship with the NZ based Group Comms team and Australian PR team for delivery of the brand PR strategy
• Guardian of the NZ and Australian brand propositions and accountable for the media and creative strategy and budget
• Responsible for regular reporting on market and competitor moves across all areas – strategic, pricing, marketing, product innovation
• Conducting market research in new product development and change using quantitative, qualitative, and human centred design /CX techniques

About You:

• You will be a business leader with 10+ years of generalist sales and marketing experience, ideally within Financial Services or a related services sector
• A track record of successful delivery within online, digital businesses, with an understanding of direct-to-consumer digital products
• Inspirational leader of high-performance teams, who can be a trusted support to the CEO and get the best from those around them
• Excellent stakeholder engagement skills, who is credible and can add value both internally and in a customer environment
• Proven experience of managing large marketing budgets across the multi-media mix
• Sales and relationship management experience
• Proven Agency management experience
• A strong customer advocate representing the voice of the customer in all activity
• Commercial mindset, with a focus on continuous improvement
• High level of humility

Apply Now!To find out more, please get in touch with David Ziebart on for a confidential chat, or reach out to Cameron King. To apply for this vacancy you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa. At the appropriate stage we will request your references, we ask that you do not include them on your CV when applying.  At Tribe we have our guiding light to show us the way.  We bring our whole selves to work.   We encourage inclusion in every single interaction.  We genuinely care about people and are curious about their stories.  We celebrate all points of view.  We will help you find your tribe, the same way we have.  We’re all on a journey together so come along…